Clinical Support Assistant

Part of WSAudiology group, HearCanada bolsters a world-class team of hearing care professionals/pioneers who share a passion for providing Wonderful Sound for All. With 60% of the Canadian population experiencing a type of hearing health issue in 2021, our teams are passionate about providing an exceptional client experience through their hearing journey, going above and beyond to provide relevant and meaningful solutions.

Reporting to the Director of Centre Operations, the Clinical Support Assistant (CSA) will act as a key point of contact for clients in our clinics from a product knowledge, troubleshooting, and maintenance perspective. This is a permanent full-time role based at our Sudbury HearCANADA clinics. Some support will be provided at our satellite clinic locations (Val Caron and Chelmsford) and as such, access to a vehicle and a valid driver's license is required.

The ideal candidate will have experience working with hearing devices from a hearing clinic capacity or within healthcare or experience in a healthcare supporting patients with adoption or education of other devices or products was an aspect of the role.

What we offer:

• $24-$28/hour + an attractive bonus program
• Benefits - including health, dental, vision + a healthcare spending account, starting on day one of hire
• RRSP matching program
• Generous time off policies including 3 weeks of vacation, 7 paid personal days, + 1 paid volunteer day
• Training + education opportunities
• Friends and family discounts + our employee perk program

What you'll do:

• Assist in troubleshooting product issues
• Provide support in Audiology screenings and support clients in Shoebox Hearing Screenings
• Demonstrate product features and benefits to clients
• Assist customers in basic product maintenance and care including performing clean and checks on hearing aids
• Discuss communicative strategies with customers
• Manage documentation pertaining to customer purchases and insurance claims that may include, assisting the customer with third party claims and processes, and providing follow up
• Recognize and capitalize on sales opportunities through various mediums (walk-ins, customer referrals, telephone inquiries, retention practices, etc.)
• Conduct effective telephone follow up for new fittings (48 hours follow up calls), recalls and outbound calls
• Schedule client appointments and maintain a strong calendar
• Conduct telephone follow ups for missed, late, or outstanding appointments
• Maintain basic knowledge of hearing aid technology and be able to perform cleaning functions and in-office minor repairs depending upon requirements
• Maintain knowledge of assistive listening devices and ability to demonstrate/orient client to use hearing devices and accessories
• Identify and participate in community events and organizations to promote HearCANADA (community-based marketing, CBM)
• Act as a liaison with physicians' offices and other referral sources to maximize opportunities
• Act as an ambassador for HearCANADA through partnerships with offsite engagements with other healthcare settings including retirement homes.

What we're looking for:

• Completion of secondary school or equivalency; post-secondary education in a related field such as Communicative Disorders Assistant, Personal Support Worker, Medical Office, Health Sciences, etc. would be a definite asset
• A minimum of 1 year of experience working in a hearing clinic or similar capacity where hearing aid care and maintenance or medical device adoption was a fundamental aspect of the role
• Customer-centric attitude
• Professional communication and the ability to relay technical information to non-technical end-users to drive adoption
• Bilingualism in French and English would be a definite asset
• Experience in a fast-paced environment with competing priorities
• Experience using MS Office Suite and technical acumen to adopt and leverage software
• Access to a vehicle and a valid driver's license is required; willingness to participate in local travel for events and community engagements is required; willingness to travel to provide support at our Satellite clinics in Val Caron and Chelmsford

HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodations are available on request for candidates taking place in all aspects of the selection process.